From 0 to 100+ years
Ambulant Care Provider
In the Law on Quality, Complaints, and Disputes in Healthcare (Wkkgz), it is stipulated what constitutes good care and what steps individuals can take if they want to file a complaint. Apollis Care has its own complaints officer whom clients can contact if needed. Clients can approach an independent complaints officer at any time (without involving Apollis Care staff).
Discuss your complaint with the staff member about whom you have a complaint. If you have a complaint about a staff member, we advise you to have a conversation with the respective staff member. Make an appointment for this discussion. If you prefer not to talk to the staff member alone, you can involve a client representative through Apollis Care. If you cannot resolve the issue, you can turn to Apollis Care’s complaints officer.
Mediation by the complaints officer. If your complaint is not resolved, you can submit it in writing to Apollis Care’s complaints officer, Tülin Özgül. You can submit it via email to klachtenfunctionaris@apollis.nl or by post to Heidebloemstraat 28D, 6533SP Nijmegen. The complaints officer will confirm receipt and investigate your complaint further. Within 10 working days, you will be contacted to address your complaint.
Mediation by an external complaints officer. If your complaint is still not resolved, you can contact an external complaints officer from Quasir, an independent organization. You can submit your complaint by phone at 0561-618711 or in writing via bemiddeling@quasir.nl.
Disputes Committee. If your complaint is still not resolved, you can submit it in writing to the Zorggeschil Disputes Committee via info@zorggeschil.nl or by post to Stichting Zorggeschil, postbus 24018, 3502 MA Utrecht.
The disputes committee is independent and impartial, consisting of an independent chairperson and at least two other members. The committee investigates your complaint and issues a ruling on its validity. The committee can provide a binding advice and award up to €25,000 in compensation. This compensation can be awarded against the healthcare provider or the client, with the client being liable for a maximum of €500. The complaint fee is €50. If you need assistance in writing your complaint letter, you can get support from Zorgbelang or the complaints officer. The disputes committee will inform you about the further handling of your complaint.